Quality Analyst Team Manager

Sutherland is a digital transformation company focused on delivering exceptional experiences for both customers and employees.

For 36 years, we have been entrusted with caring for our clients’ and customers. A responsibility we believe we should earn every day. We are dedicated to making those experiences as delightful as possible - instantaneous, relevant, predictive, and frictionless. With this goal in mind, we employ various digital tools and technologies such as speech and text analytics, business intelligence tools, etc. to fetch relevant information from the data that we receive and summarize that in the form of actionable insights for managers to implement and improve performance.

The Quality Analyst Team Managerlooks after the overall activities of the program Quality Analyst (QA) Team that includes:

• QA Observations, Team-Level reports, Program-Level Analysis, calibration sessions and CI Framework deployment
• Champions program implementation of Continuous Improvement Framework
• Own deployment and completion of QA delivery plan for the program
• Observations and Quality Analyst (survey) results to improve performance
• Implement standard Quality practices for the program that will enable delivery of exceptional customer experience measured through survey returns
• Manage team productivity and effectiveness using a structured approach to manage performance
• Deliver process-level insights to stakeholders and have expertise in data analysis using QA
• Execute people development initiatives for QA Specialists using standard practices and provide an opportunity for team members to constantly improve
• Responsible in communicating with all program stakeholders (clients/department heads and members) to represent QA Team

Our most successful candidates have:

• At least 2 years leadership experience handling a Quality team, including client management
• Creativity, proactivity, and have a bias for action
• Experience with marketing, organizational development, psychology, or customer experience
• Exceptional project leadership skills, an eye for details, and good-old-fashioned common sense
• Experience aggregating and analyzing customer feedback is preferred, but prior experience collecting and analyzing information or data is a foundational requirement
• Ability to inspire others to action and to influence without authority is absolutely necessary
• Ability to create Customer Journey Maps, Employee Journey Maps, identify opportunities for improved process or design
• Passion for learning/learning agile
• Excellent written communication skills
• Good computer skills: working knowledge of Microsoft Windows, Word, PowerPoint, Excel
• Exceptional research skills
• The ability to exude a professional demeanor and appearance
• Attention to detail and excellent organizational skills

All your information will be kept confidential according to EEO guidelines.